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Hybrid Customer Service Representative
3 months ago
To ensure that all methods of communication with internal and external contacts are handled with the utmost professionalism to project the high quality image and standards provided by LGC. Communicating courteously with customers by telephone, email, and CRM system ensuring queries outside of order entry or your level of expertise are escalated to the appropriate team.
To ensure that all customer orders received, are entered correctly into the ERP system on the day of receipt or within agreed timescales for order type and that the customer receives an email confirmation on release of the order. Responsible for ensuring 100% follow-up to customers internally and externally.
To provide help and advice to customers regarding their orders and ensure On Time In Full (OTIF) delivery targets are met, and customers informed of any delays in advance.
To be responsible for the daily CRM Case Management System, ensuring tasks are dealt with and or escalated to ensure response times are within agreed KPI timescales.
To run end of day check reports to ensure that all incoming orders and orders created have been processed to released status and resolve any problem orders.
To ensure that the agreed promised delivery dates to customers are maintained and that changes are relayed to the customer prior to the delivery date with notes maintained in ERP and CRM systems to ensure communication lines and history.
To improve back order management and up-dates to customers by monitoring and chasing Operations and/or Procurement on product delays.
To register customer complaints by logging into the CRM Case Management System and ensure the KPI reporting is maintained and issues escalated to the Manager.
To process RMAs (Return Material Authorizations) to issue refunds/credit notes or compensation to customers to agreed values as determined by the Manager.
To communicate closely with field sales personnel to ensure they are kept in the loop with matters arising regarding their customers and to provide customer feedback.
To enter new account information into IFS and add new delivery and contact requests as may be required to complete orders ensuring LGC protocols for data entry are followed.
To escalate requests for service delivery reports from customers both internal and external to the appropriate Manager.
To ensure that the company ERP processes for Warehouses and the supply chain from other sources are followed in line with set guidelines as determined by the Operations team.
Taking responsibility for ensuring that customer expectations are exceeded against response KPIs.
Additional Skills & Qualifications:
Experience of working in a sales support environment with order entry exposure.
Excellent telephone manner and communication (written and verbal skills) are Essential.
Customer focused, detail oriented for accuracy and an effective problem solver.
About Aston Carter:
Aston Carter provides world-class corporate talent solutions to thousands of clients across the globe. Specialized in accounting, finance, human resources, talent acquisition, procurement, supply chain and select administrative professions, we extend the capabilities of industry-leading companies. We draw on our deep recruiting expertise and expansive network to meet the evolving needs of our clients and talent community with agility and excellence. With offices across the U.S., Canada, Asia Pacific and Europe, Aston Carter serves many of the Fortune 500. We are proud to be a ClearlyRated Best of Staffing double diamond winner for both client and talent service.
Diversity, Equity & Inclusion
At Aston Carter, diversity and inclusion are a bridge towards the equity and success of our people. DE&I are embedded into our culture through:
+ Hiring diverse talent
+ Maintaining an inclusive environment through persistent self-reflection
+ Building a culture of care, engagement, and recognition with clear outcomes
+ Ensuring growth opportunities for our people
The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email ) for other accommodation options.
